Sr Customer Engagement Analyst

Responsibilities

• Maintain a thorough understanding of relevant Customer Experience data sources, including: contact center key metrics (emails, inbound calls, response time, etc.)
• Partner with vendors in a collaborative manner to ensure Customer Experience software tools are being fully utilized
• Foster partnerships with GMF Customer Experience departments to understand operational procedures and strategies
• Perform reporting, ad hoc data mining, and analytical functions as needed to support information requests related to customer experience from various internal customers
• Present analysis to management in a clear, concise, convincing, and actionable format
• Represent the Customer Experience organization as needed on corporate projects
• Provide direction, training and guidance to less experienced analysts

Qualifications

• Advanced understanding of and experience with relational datasets, data warehouses, data mining, and data analysis techniques
• Advanced knowledge of data analysis and spreadsheet modeling
• Advanced skills with SAS, Python, or SQL, Excel, Word, and PowerPoint
• Ability to interact collaboratively with internal customers
• Effective written and verbal presentation skills
• Strong analytical ability
• Ability to work with minimal supervision
• Capable of managing multiple and varied projects, including the ability to coordinate and balance numerous tasks in a time-sensitive environment
• Advanced skills with data mining and query tools
• 5-7 years data mining and query tool experience required

Additional Knowledge And Skills

• Working effectively within an AI enabled environment: Ability to use AI tools (e.g., Microsoft Copilot) to support daily work
• Experience integrating AI into workflows to improve efficiency or insights
• Familiarity with AI assisted research, summarization, and content generation
• Understanding of responsible AI use, including ethics and data protection

What We Offer

• Generous benefits package available on day one to include: 401K matching, bonding leave for new parents (12 weeks, 100% paid), tuition assistance, training, GM employee auto discount, community service pay and nine company holidays.
• Our Culture: Our team members define and shape our culture — an environment that welcomes innovative ideas, fosters integrity, and creates a sense of community and belonging. Here we do more than work — we thrive.
• Competitive pay and bonus eligibility.
• Flexible hybrid work environment, 2-days a week in office.